• Quality

Is about a product being fit for purpose 

• Returns

Are goods which customers take back to the shop because there are problems with the quality of them

• Recalls

Is when a fault occurs with a product and the business asks for the product to be brought back so it can be replaced or repaired 

The importance of providing quality goods and services:

It avoids waste 

It avoids recalls 

Reputations and sales

Disrupted production 

Methods of ensuring quality

• Quality control

Is a system for inspecting the quality of the goods or services produced and that they are of a good standard

+Prevent faulty goods being sold (improved reputation)

+Not disruptive to production

-Increased waste

-Cost of inspection 

Mystery shopper

A person pretends to be a normal customer but will check that the service provided is up to the standard

• Quality assurance

Is an approach that involves the whole business focusing on quality, thus aiming to prevent problems arising 

+Prevents waste (right first time) and improved reputation 

+Workers feel valued

-Disrupt production 

-Cost of training and staff resistance